A callback service implementation method based on a capability exposure architecture

Abstract

A method for implementing a callback service based on a capability open architecture includes: a third-party application device initiating a service call to a capability open platform, triggering a callback service; the capability open platform caching callback information from the service call and instructing a voice capability platform to continue executing the service process; when a user calls back the caller ID number, the voice capability platform sends a call event notification to the capability open platform, the call event notification containing the calling and called numbers extracted from the user's call; the capability open platform checks whether there exists a callback information where the called number and the caller ID number are the extracted calling and called numbers respectively; if so, it instructs the voice capability platform to execute the service process according to the callback information; if not, it reads the callback mode of the extracted called number and instructs the voice capability platform to execute the playback process. This invention belongs to the field of communications and can provide callback functionality for services such as voice notifications or click-to-dial, solving the technical problem that the called number cannot be connected when the called party calls back the caller ID number.

Description

Technical Field

[0001] This invention relates to a method for implementing callback services based on a capability-open architecture, belonging to the field of communications. Background Technology

[0002] The government and enterprise capability open platform supports third-party applications to initiate voice notifications or click-to-dial functions to called users via API calls. However, when a called user misses a call, the callback number cannot be connected, thus affecting the user experience.

[0003] Patent application CN 201510375523.9 (Patent title: Telephone Callback Method, Callback Platform, and Telecommunications Operator Server; Application Date: 2015-06-30; Applicant: Baidu Online Network Technology (Beijing) Co., Ltd.) discloses a telephone callback method, a callback platform, and a telecommunications operator server. The method executed by the callback platform includes: initiating a call connection establishment request to the telecommunications operator server, instructing the operator to establish a call connection for both parties in the call based on the request; receiving a notification event sent by the operator server in real time during the call connection establishment process, the event describing the current call connection status; and sending the received notification event in real time to the internet device of at least one of the parties in the call. This technical solution establishes a call connection for both parties by initiating calls to the user and the enterprise separately through the telecommunications operator server, but it completely ignores the technical problem of the called party missing a call and the callback number failing to connect.

[0004] Therefore, how to provide a callback function for called users of services such as voice notification or click-to-dial based on the capability open platform, so as to solve the technical problem that the called user cannot be connected when calling back the displayed number, has become a key technical issue of concern to technical personnel. Summary of the Invention

[0005] In view of this, the purpose of this invention is to provide a callback service implementation method based on a capability open architecture, which can provide callback functionality for called users of services such as voice notification or click dialing based on a capability open platform, thereby solving the technical problem that the called user cannot be connected when calling back the displayed number.

[0006] To achieve the above objectives, this invention provides a method for implementing callback services based on a capability open architecture, including a capability open platform and a voice capability platform. After enterprise customers customize callback modes through the capability open platform, the capability open platform stores the correspondence between the caller ID numbers and callback modes for all enterprise customers. When an enterprise customer initiates a service call request through a third-party application device, the method includes:

[0007] Step 1: The third-party application device initiates a service call request to the capability open platform through the API interface and triggers a callback service to the capability open platform. The service call request contains callback information.

[0008] Step 2: The capability open platform caches the callback information extracted from the service call request, and then instructs the voice capability platform to continue to execute the original service playback process. The caller ID number is displayed on the terminal of the called user.

[0009] Step 3: When a user calls back the service caller ID number displayed on their terminal, the voice capability platform receives the user's call and then sends a call event notification to the capability open platform. The call event notification contains the calling number and the called number extracted from the user's call.

[0010] Step 4: The capability open platform checks its local cache for a callback message containing the extracted calling and called numbers, respectively. If the caller ID and caller ID are the same, the platform instructs the voice capability platform to execute the corresponding business process based on the found callback message. If not, the platform reads the callback mode corresponding to the extracted called number and then instructs the voice capability platform to execute the playback process corresponding to that callback mode.

[0011] When applied to click-to-dial technology scenarios, the incoming call number is displayed via click-to-dial. When an enterprise customer initiates a click-to-dial call request through a third-party application, it includes:

[0012] Step B1: The third-party application device initiates a click-to-dial call request to the capability open platform through the API interface and triggers a callback service to the capability open platform. The click-to-dial call request carries callback information such as the calling number, the called number, the callback cache validity period, and the caller ID displayed by the click-to-dial caller.

[0013] Step B2: The capability open platform caches the callback information extracted from the click-to-dial call request, and then instructs the voice capability platform to continue the click-to-dial process. The caller's terminal of the click-to-dial user displays the click-to-dial caller's number.

[0014] Step B3: When a user calls back the caller ID displayed on their mobile terminal, the voice capability platform receives the user's call and then sends a call event notification to the capability open platform. The call event notification contains the calling and called numbers extracted from the user's call.

[0015] Step B4: The capability open platform checks if there is a called number with a callback message in the local cache and if the caller ID displayed after clicking the dial button is the extracted calling and called numbers respectively. If so, proceed to step B5.

[0016] Step B5: The capability open platform extracts the calling number from the callback information and then instructs the voice capability platform to bridge the calling and called numbers in the callback information.

[0017] Compared with existing technologies, the beneficial effects of this invention are as follows: Based on an open capability platform, this invention provides a callback function for called users of services such as voice notification or click-to-dial, which can solve the technical problem that called users cannot be connected when the caller ID is displayed, thereby effectively improving the user experience; this invention can also set multiple callback modes according to the enterprise customer's selection. When called users of voice notifications call back, they can hear the voice notification from the previous call, enterprise-customized playback, or platform-unified playback, etc. When called users of click-to-dial call call back, they can be connected to the caller ID from the previous call, hear enterprise-customized playback or platform-unified playback, or be transferred to a customer service number, etc. Attached Figure Description

[0018] Figure 1 This is a flowchart of a callback service implementation method based on a capability open architecture according to the present invention.

[0019] Figure 2 This is a flowchart illustrating the specific implementation of the present invention when applied to the technical scenario of voice notification.

[0020] Figure 3 This is a flowchart illustrating the specific implementation of the present invention when applied to a click-to-dial technical scenario. Detailed Implementation

[0021] To make the objectives, technical solutions, and advantages of the present invention clearer, the present invention will be further described in detail below with reference to the accompanying drawings.

[0022] like Figure 1 As shown, this invention provides a callback service implementation method based on a capability open architecture, including a capability open platform and a voice capability platform. After enterprise customers customize callback modes through the capability open platform, the capability open platform stores the correspondence between the caller ID numbers and callback modes for all enterprise customers. When an enterprise customer initiates a service call request through a third-party application device, the method includes:

[0023] Step 1: The third-party application device initiates a service call request to the capability open platform through the API interface and triggers a callback service to the capability open platform. The service call request includes callback information such as the caller ID number and the called number.

[0024] This invention can be applied to various technical scenarios such as voice notification or click dialing. The service call request in step one can be a voice call request or a click dialing call request, and the service caller ID can be the corresponding voice or click dialing service caller ID.

[0025] Step 2: The capability open platform caches the callback information extracted from the business call request, and then instructs the voice capability platform to continue executing the original business process. The caller ID number is displayed on the terminal of the called user.

[0026] Step 3: When a user calls back the service caller ID number displayed on their terminal, the voice capability platform receives the user's call and then sends a call event notification to the capability open platform. The call event notification contains the calling and called numbers extracted from the user's call.

[0027] Step 4: Does the capability open platform check if there is a callback information in the local cache where the called number and the service caller ID are the extracted calling and called numbers respectively? If yes, then based on the found callback information, instruct the voice capability platform to execute the corresponding business process; if not, then read the callback mode corresponding to the extracted called number, and then instruct the voice capability platform to execute the playback process corresponding to the callback mode.

[0028] For different services, the voice capability platform executes the corresponding business processes. For example, when applied to voice notifications, the voice capability platform plays the voice notification content in the callback information; when applied to click dialing, the voice capability platform bridges the calling and called numbers in the callback information.

[0029] The following will describe in detail the specific implementation steps of this invention in two business technology scenarios: voice notification and click-to-dial.

[0030] (1) Voice notification

[0031] like Figure 2 As shown, when this invention is specifically applied to a voice notification scenario, the caller ID is a voice-displayed number. When an enterprise customer initiates a voice call request to a called user through a third-party application device, it includes:

[0032] Step A1: The third-party application device initiates a voice call request to the capability open platform through the API interface and triggers a callback service to the capability open platform. The voice call request carries callback information such as the called number and the voice display number.

[0033] Step A2: The capability open platform caches the callback information extracted from the voice call request, and then initiates a voice call request to the core network element I / S-CSCF through the voice capability platform. The voice capability platform generates an outbound user status notification message based on the return message from the I / S-CSCF, and forwards the outbound user status notification message to the third-party application device through the capability open platform.

[0034] Step A3: The third-party application device sends an audio IVR or TTSIVR request to the capability open platform. The IVR or TTS IVR request includes the number of callback repetitions and the callback cache validity period.

[0035] The IVR and TTS IVR message interfaces of the capability open platform have added optional fields callBackreplayTime and callBackCacheDuration to set callback information such as the number of callback repetitions and the validity period of the callback cache. The capability open platform monitors the cache time of each callback message, and will delete the callback message when the cache time of one of the callback messages exceeds its validity period.

[0036] Step A4: The capability open platform extracts the callback repeat count and callback cache validity period from the IVR or TTS IVR request, and then instructs the voice capability platform to continue the voice notification process, and saves the callback repeat count, callback cache validity period and the played voice content into the cached callback information. Regardless of whether the call is connected, the called user terminal of the voice call displays the voice caller ID number.

[0037] Step A5: When a user calls back the voice caller ID number displayed on their mobile terminal, the voice capability platform receives the user's call and then sends a call event notification to the capability open platform. The call event notification contains the calling and called numbers extracted from the user's call.

[0038] Step A6: Does the capability open platform check if there is a callback message in the local cache containing the called number and the voice caller ID number that are the extracted calling and called numbers respectively? If yes, continue to step A7; if no, continue to step A8.

[0039] Step A7: The capability open platform extracts the callback repetition count and voice content from the callback information, and then instructs the voice capability platform to repeatedly play the voice content to the callback user terminal according to the callback repetition count. This process ends.

[0040] Step A8: The capability open platform reads the callback mode corresponding to the extracted called number and determines whether the callback mode is the platform's unified playback mode. If yes, it instructs the voice capability platform to play the platform's unified playback mode to the callback user terminal, and this process ends; if no, it continues to the next step.

[0041] For example, the platform will uniformly play the following message: "Hello! This number is used for voice notification services of XXX Group!"

[0042] Step A9: Does the capability open platform determine whether the callback mode is an enterprise-customized audio playback mode? If so, it instructs the voice capability platform to play the corresponding enterprise customer-customized audio to the callback user terminal; if not, this process ends.

[0043] (2) Click to dial

[0044] like Figure 3 As shown, when this invention is specifically applied to the technical scenario of click-to-dial, the service caller ID is a click-to-dial caller ID. When an enterprise customer initiates a click-to-dial call request through a third-party application device, it includes:

[0045] Step B1: The third-party application device initiates a click-to-dial call request to the capability open platform through the API interface and triggers a callback service to the capability open platform. The click-to-dial call request carries callback information such as the calling number, the called number, the callback cache validity period, and the click-to-dial caller ID number.

[0046] The capability open platform has added callBackCacheDuration as an optional field, which can be used to set the callback cache validity period and other callback information;

[0047] Step B2: The capability open platform caches the callback information extracted from the click-to-dial call request, and then instructs the voice capability platform to continue the click-to-dial process. The caller's terminal of the click-to-dial user displays the click-to-dial caller's number.

[0048] Step B3: When a user calls back the caller ID displayed on their mobile terminal, the voice capability platform receives the user's call and then sends a call event notification to the capability open platform. The call event notification contains the calling and called numbers extracted from the user's call.

[0049] Step B4: Does the capability open platform check if there is a callee number and a caller ID number in the local cache that are the extracted calling and called numbers respectively? If yes, continue to step B5; if not, proceed to step B6.

[0050] Step B5: The capability open platform extracts the calling number from the callback information, and then instructs the voice capability platform to bridge the calling and called numbers in the callback information. This process ends.

[0051] Step B6: The capability open platform reads the callback mode corresponding to the extracted called number and determines whether the callback mode is the platform's unified playback mode. If yes, it instructs the voice capability platform to play the platform's unified playback mode to the callback user terminal, and this process ends; otherwise, it continues to the next step.

[0052] For example, the platform would uniformly announce: "Hello! This number is used for the click-to-dial service of XXX Group!"

[0053] Step B7: Does the capability open platform determine whether the callback mode is an enterprise-customized audio playback mode? If yes, it instructs the voice capability platform to play the corresponding enterprise customer-customized audio to the callback user terminal, and this process ends; if no, proceed to the next step.

[0054] Step B8: The capability open platform determines whether the callback mode is a transfer mode. If yes, proceed to step B9; otherwise, this process ends.

[0055] Step B9: Does the capability open platform check if a forwarding number exists? If yes, the user's call is forwarded to the forwarding number; if not, the location of the callback user is obtained, and then a forwarding number in the same region as the callback user is found in the forwarding number table. The callback number and the found forwarding number are then bridged to enable voice calls.

[0056] The above description is only a preferred embodiment of the present invention and is not intended to limit the present invention. Any modifications, equivalent substitutions, improvements, etc., made within the spirit and principles of the present invention should be included within the scope of protection of the present invention.

Claims

1. A method for implementing callback service based on a capability exposure architecture, characterized in that, The application comprises a capability opening platform and a voice capability platform, and after the enterprise customer customizes the callback mode through the capability opening platform, the capability opening platform saves the corresponding relationship between the business display number and the callback mode of all enterprise customers, and when the enterprise customer initiates a business call request through a third-party application device, the application comprises the following steps: Step one, the third-party application device initiates a business call request to the capability opening platform through an API interface, and triggers a callback service to the capability opening platform, wherein the business call request comprises callback information; Step two, the capability opening platform caches the callback information extracted from the business call request, and then instructs the voice capability platform to continue to execute the original business process, and the called user terminal of the business call displays the business display number; Step three, when the user dials back to the business display number displayed on the terminal, the voice capability platform receives the user call, and then initiates a call event notification to the capability opening platform, wherein the call event notification comprises the calling number and the called number extracted from the user call; Step four, the capability opening platform checks whether the called number and the business display number of the callback information in the local cache are respectively the calling number and the called number extracted, if yes, the voice capability platform is instructed to execute the corresponding business process according to the callback information; if no, the callback mode corresponding to the called number is read, and then the voice capability platform is instructed to execute the playback process corresponding to the callback mode, When the application is applied to the technical scenario of click dialing, the business display number is a click dialing display number, and when the enterprise customer initiates a click dialing call request through a third-party application device, the application comprises the following steps: Step B1, the third-party application device initiates a click dialing call request to the capability opening platform through an API interface, and triggers a callback service to the capability opening platform, wherein the click dialing call request comprises the calling number, the called number, the callback cache validity period, and the callback information of the click dialing display number; Step B2, the capability opening platform caches the callback information extracted from the click dialing call request, and then instructs the voice capability platform to continue to execute the click dialing process, and the called user terminal of the click dialing displays the click dialing display number; Step B3, when the user dials back to the click dialing display number displayed on the mobile terminal, the voice capability platform receives the user call, and then initiates a call event notification to the capability opening platform, wherein the call event notification comprises the calling number and the called number extracted from the user call; Step B4, the capability opening platform checks whether the called number and the click dialing display number of the callback information in the local cache are respectively the calling number and the called number extracted, if yes, step B5 is continued; Step B5, the capability opening platform extracts the calling number from the callback information, and then instructs the voice capability platform to bridge the calling number and the called number in the callback information.

2. The method of claim 1, wherein, When the application is applied to the technical scenario of voice notification, the business display number is a voice display number, and when the enterprise customer initiates a voice call request to the called user through a third-party application device, the application comprises the following steps: Step A1, the third party application device initiates a voice call request to the capability exposure platform through an API interface, and triggers a callback service to the capability exposure platform, the voice call request carrying a called number and a callback information of a voice display number; Step A2, the capability exposure platform caches the callback information extracted from the voice call request, and then initiates a voice call request to the core network element I / S-CSCF through the voice capability platform, and generates an outbound user state notification message according to the return message of the I / S-CSCF, and forwards the outbound user state notification message to the third party application device through the capability exposure platform; Step A3, the third party application device issues a sound IVR or TTS IVR request to the capability exposure platform, the IVR or TTS IVR request containing a callback repetition number and a callback cache validity period; Step A4, the capability exposure platform extracts the callback repetition number and the callback cache validity period from the IVR or TTS IVR request, and then instructs the voice capability platform to continue to execute the voice notification process, and saves the callback repetition number, the callback cache validity period and the played voice content into the cached callback information, and displays the voice display number on the called user terminal of the voice call regardless of whether the call is connected or not; Step A5, when the user dials back to the voice display number displayed on the mobile terminal, the voice capability platform receives the user call, and then initiates a call event notification to the capability exposure platform, the call event notification containing the main and called numbers extracted from the user call; Step A6, the capability exposure platform checks whether there is a called number and a voice display number in the cached callback information, which are respectively the extracted main and called numbers, if yes, continue to step A7; Step A7, the capability exposure platform extracts the callback repetition number and the voice content from the callback information, and then instructs the voice capability platform to repeatedly play the voice content to the dial-back user terminal according to the callback repetition number.

3. The method of claim 2, wherein, In step A6, if there is no called number and voice display number in the cached callback information, which are respectively the extracted main and called numbers, it further includes: Step A8, the capability exposure platform reads the callback mode corresponding to the extracted called number, and judges whether the callback mode is a platform unified sound mode, if yes, instructs the voice capability platform to play the platform unified sound to the dial-back user terminal, and the process ends; if not, continue to the next step; Step A9, the capability exposure platform judges whether the callback mode is an enterprise customized sound mode, if yes, instructs the voice capability platform to play the corresponding enterprise customer customized sound to the dial-back user terminal; if not, the process ends.

4. The method of claim 2, wherein, The IVR and TTS IVR message interface of the capability exposure platform adds new optional fields of callBackreplayTime and callBackCacheDuration, which are used to set the callback repetition number and the callback cache validity period; The capability exposure platform monitors the cache time of each callback information, and deletes the callback information when the cache time of one of the callback information exceeds the callback cache validity period.

5. The method of claim 1, wherein, In step B4, if there is no called number with callback information and voice to show the number respectively is the extracted main, called number, also includes: Step B6, the ability to open platform to read the extracted callback mode corresponding to the called number, and judge whether the callback mode is the platform unified playback mode, if yes, instruct the voice capability platform to play the platform unified playback to the callback user terminal, this process is ended; if not, continue to the next step; Step B7, the ability to open platform to judge whether the callback mode is the enterprise custom playback mode, if yes, instruct the voice capability platform to play the corresponding enterprise customer custom playback to the callback user terminal, this process is ended; if not, continue to the next step; Step B8, the ability to open platform to judge whether the callback mode is the transfer mode, if yes, continue to step B9; if not, this process is ended; Step B9, the ability to open platform to view whether there is a transfer number, if yes, the user call is transferred to the transfer number; If not, get the callback user location, then find the transfer number in the same region with the callback user location from the transfer number table, then bridge the callback number and the found transfer number, so as to realize the voice call.

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